claiming process taking forever

Good day We really need your help me and my husband on the 2nd of August we reported 2 lost phones at Sterns Soshanguve Crossing because they are insured, and we gave dem all the needed documents and after a month and a week they called to say that they need proof of purchase for those phones cause they can't process the claim without knowing how much they worth and we did exactly dat. So we went back to the shop to ask the progress of our claim and they said they can't do anything except for waiting for Finrite insurance to call dem. Then we called them several times and this is wat happens: the Call centre Agents act like they don't hear you and laugh or they hang up the phone. So this was a waste of our airtime. So yesterday we send finrite an email they didn't respond and i posted on TFG-THE Foschini Group and their response was that i must inbox them my husband's contact details en they give him a Call. Even now we still waiting. We are disappointed with their service and it's pathetic.